Role Overview

PackageX is looking for a Senior Manager, Technical Implementation & Value Realization to lead complex enterprise customer implementations, drive adoption, capture measurable value, and help customers successfully operationalize the PackageX platform.

This is a senior customer-facing role at the intersection of technical implementation, enterprise program management, customer operations, value realization, and strategic account execution.

The right person will be able to work with operations, IT, product, and executive stakeholders; understand complex workflows and integrations; manage implementation timelines and risks; and ensure customers achieve clear business outcomes from PackageX.

This is not a generic Customer Success role. This role owns the bridge between signed customer commitment and successful implementation, adoption, measurable value, and long-term account health.
What You'll Own

• Enterprise customer implementation plans.
• Customer onboarding and go-live execution.
• Implementation milestones, timelines, risks, and dependencies.
• Technical implementation coordination across customer and internal teams.
• Workflow adoption and usage tracking.
• Customer health and implementation risk visibility.
• ROI and value realization documentation.
• Executive-ready customer progress updates.
• Internal coordination across sales, product, engineering, AI, and customer teams.
• Post-sales process discipline and operating cadence.
• Implementation handoff quality.
• Expansion signal identification and handoff to commercial teams.

What You'll Do

• Convert closed-won customer commitments into structured implementation plans.
• Manage multiple enterprise customer implementations at once.
• Lead customer implementation calls and drive action items.
• Track strategic accounts against go-live, adoption, risk, and value milestones.
• Identify blockers early and escalate clearly.
• Partner with technical teams to ensure customer workflows are understood and delivered.
• Translate customer needs into clear internal action plans.
• Capture measurable value, ROI, and customer evidence.
• Build repeatable implementation playbooks.
• Improve visibility, documentation, and accountability across post-sales execution.
• Help create a stronger bridge between sales promises, technical delivery, and customer outcomes.
• Serve as a senior customer-facing operator across business, technical, operational, and executive stakeholders.

What Success Looks Like

Within the first 90 days:

• Active customer implementations have clear owners, statuses, timelines, risks, and next steps.
• Strategic accounts have visible go-live, adoption, risk, and value milestones.
• Customer risks are surfaced before they become escalations.
• Implementation handoffs are cleaner and more consistent.
• Customer value and ROI evidence is being captured.
• Executive stakeholders have clear visibility into implementation progress.
• Post-sales execution becomes more structured, visible, and repeatable.

Ideal Background

• 6-10+ years in technical implementation, enterprise implementation, technical program management, solutions consulting, value realization, strategic account management, or enterprise customer success.
• Experience managing complex enterprise customers and senior stakeholders.
• Experience with enterprise SaaS, logistics, supply chain, warehouse operations, retail operations, manufacturing, field operations, or workflow automation.
• Strong customer-facing communication skills.
• Comfortable working with technical products, APIs, integrations, data workflows, and enterprise systems.
• Able to translate customer requirements into clear execution plans.
• Strong project management and follow-through.
• Comfortable working in a fast-moving startup environment.
• Able to operate with ambiguity while creating clarity for others.

Bonus Points

• Experience with logistics, warehousing, 3PL, manufacturing, retail operations, or supply chain technology.
• Experience working with AI, computer vision, automation, or workflow platforms.
• Experience building implementation playbooks from scratch.
• Experience supporting value-based customer conversations.
• Experience working closely with technical teams and enterprise customers.
• Experience with WMS, TMS, ERP, NetSuite, AS400, SAP, Oracle, Manhattan, Blue Yonder, or similar systems.

Key Traits

• Senior customer presence.
• Strong technical curiosity.
• Structured and detail-oriented.
• Customer-first but operationally disciplined.
• Comfortable driving accountability.
• Able to push customers and internal teams respectfully.
• Technical enough to understand workflows and integrations.
• Commercial enough to identify expansion opportunities.
• Proactive, not reactive.
• Comfortable creating process where none exists.
• Able to operate across executives, operators, IT, engineering, and sales.

Compensation

Target base salary: $135K-$150K, depending on experience.

This role may include performance-based upside tied to implementation success, customer adoption, value realization, expansion opportunity identification, and customer health outcomes.

Expected total compensation range: $175K-$200K OTE for strong performance, along with other benefits like:

• Comprehensive medical, dental, and vision coverage.
• 401(k) plan participation.
• Reimbursements for home office setup.

Reporting

Reports to: Head of GTM.